I had ordered honor 9x pro mobile ( seller: mobile 2 go)from lazada. The product had15 days return policy. There was nowhere mentioned in lazada product description or specification that phone does not have Google certification. After opening the phone only I got to know that there is no Google certification. So immediately I raised return request on same day of delivery. But no1 came to pickup my return, after 15 days return was closed. When I asked customer care they told me it was a system miss and they raised new return request. They asked me to go to poslaju and drop the product. I had returned the product with proper packing, bills and tag. But still lazada cheated me. I wanted refund and again buy a new phone in lazada only. This is not the first time I purchased in lazada. Previously I had also purchased laptop. I did not complain anything about laptop but this time the phone was defective. I expected lazada to support me and refund but lazada supporting the seller.
I am anyways not going to receive that phone, as I don't want to use a phone with no Google certification. You keep the phone and my money (RM 999) also.
Lazada customer care service is worst, I had to follow up daily just to get update but customer care dint even know what was happening with my product. They just said we will email you and never got any email from lazada.
Atleast now update the product description and specification in lazada that the phone does not have Google certification. So no other customers get cheated like me. Please take strict action against seller (seller: mobile 2 go)for cheating people by not providing proper product description and specification. And later not accepting product return and refund.
I am going to uninstall lazada app and I am no longer going to buy anything in lazada. Also I am going to give negative review in Google and social media.
I SUGGEST EVERYONE TO STOP BUYING IN LAZADA ESPECIALLY THE SELLER: mobile 2 go. THEY ARE BIG TIME CHEAT AND ROB YOUR HARD EARNED MONEY.
Bought two ukeleles from a seller on Lazada. Instead I recieved one pacakage cotaining one cheap necklace (with both ukelele codes stamped on the one package)! I went through the returns process, explained that I had received just one item with both purchase codes stuck on the single package and received emails that the item codes have been delievered back to the Lazada depot. So far, all well and good.
When the returns were processed, only one item was refunded, so I received half of the money I had paid out. I waited several days to see if they would refund on the other code I had returned, but nothing happened. So I chatted online with Lazada customer service.
After telling them that I had not taken any photos of the necklace I had been sent, but they could always check with the package that had been confirmed delivered at their depot, they sent me an email asking for - guess what - "We need a photo of the item delivered to you to enable us to pursue this refund". It's like they can see your mouth moving, but they have no idea what you are saying.
I sent them scans of their emails confirming they had taken possession of the package I had set back to them, but even so, they had no idea of anything the depot were doing. They said it would take at least two days to process my refund, so would I take a Lazada voucher instead? Money is money, and a voucher is something else. A refund because of a scam from one of their sellers and a mistake from their refund department should be a refund and at least an apology, not some measly voucher.
I asked the customer service why it would take 2 days to sort out my refund. The agent confirmed that they had all the necessary evidence, but that the refund department is 'on a different floor'. I told them that I could wait for them to make the journey, and if they took the lift, they could probably grab themselves a cup of coffee.
Of course, you already know that the agent COULDN'T walk down to get it sorted, it MUST take 2 days.
I called up a day or two later, this time an agent said it would take 3-5 days!
One the one side, there are online retailers like Amazon, Aliexpress, etc who not only deliver promptly, but work to help the customer if things go wrong and to ensure that their customers have a good experience so as to retain customer loyalty. Then you have Lazada.
I don't know if the customer service staff are not allowed to use their own common sense when dealing with customer issues, ie they have a rigid process they MUST adhere to, otherwise they get fires, or the idea of customer service within the whole operation is either misguided or lacking. Either way, it doesn't bode well for the company.
When I get my refund paid back in full, I'll try one more order with them. If that is also a negative experience, that'll be my last order with them. If I don't receive my refund promptly, I'll be happy to post my negative experience on any relevant board, to help others choose a better online retailer to make their purchases from.
I received a damaged product, and I reported it as damaged on 3rd MARCH, it was picked up and returned 9th MARCH, after that there was no communication whatsoever from Lazada with regards to the refund! I contacted them again on the 22nd MARCH, and I was told I would be contacted the following week about the refund but as usual Lazada did NOT contact me again.
I followed up with them again on 2nd April the woman promised to contact me within 24hours for the matter to be settled and again NO ONE has contacted me since then, I followed up for the 4th time on the 9th of April and then they send me an email to ask me for the tracking number, the courier, and date Item was returned even though the Courier was sent by Lazada themselves.
Its got assigned a new case number because apparently the old case number was abandoned.
I contacted Lazada again on 17th April and explained the situation AGAIN. And the same bull$#*! all over again.
Now the question is how many times is the customer expected to keep following up on this until Lazada decides to actually do the refund?
Or is it a tactic to steal money from customers through GROSS Negligence?
Is the only option now Legal action?
Do we have to personally walk in to Lazada HQ offices to get our refund?
Lazada Malaysia HQ
Level 20, Menara Worldwide
******* Kuala Lumpur, Kuala Lumpur
Malaysia
My experience...
1. Drop an order, delivery ETA 3-5 says days, waited 6 days. No news.
2. Drop them an inquiry email to lazada, got a reply 3 days after. As per usual "we are sorry for the inconvenience, currently coordinating with the relevant department" blah. Blah. Blah...
3. (3 days after) first they called & claimed that they will deliver the item next day.
4. (the next day) waited the whole day. No news, no call from them.
5. drop them a last sarcastic email commenting for their good job. End of story.
The best part is... the feedback survey they sent to rate their service... they commented their stuff in it. WTF lol. Although i dont get the item but at least i had a good laugh.
Keep up the good work Lazada.
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*******@lazada.com.my
To
Dear Valued Customer,
We've marked this ticket ******* as solved. Not true yet? No worries. Just
Reply back or click the link below and we will be glad to assist you.
===========================================
Bjane, May 4,12:58 PM:
Dear
First and foremost, we profusely apologize for any inconvenience caused. Kindly be informed that we already coordinated with our partner courier regarding the status of your order. They informed us that the order
Please be advise that the standard delivery time frame of an item is 5 to 8 working days (excluded week ends) upon placing an order.
We appreciate your cooperation and understanding and assure you that we are constantly evolving to better suit your needs.
For further details on your order you may refer to the following link also- http://www.lazada.com.my/order-tracking/
Should you require further assistance please feel free to revert to us and we will be glad to assist you. Check out the infinite possibilities at your fingertips on http://www.lazada.com.my/helpcenter/ Thank you for shopping at Lazada Malaysia.
Bjane | Customer Service Associate| Lazada.com.my
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Chris, May 3,6:05 PM:
This is the third time already, WTF is going on? Making me wait all day NO CALLS NO $#*!
Shipment will arrive by: 4 May - 5 May, 2016
Order:
Tracking ID:
Shipped by 'LEX' courier
Item Status History
Status Date
Status History
===========================================
Package Location
2016-04-29 09:49:28 Being Picked-up at Merchant Lex's Sortation Center
2016-04-29 16:36:37 Failed - Merchant could not handover the parcel to LEX Lex's Sortation Center
2016-05-03 10:02:36 Awaiting at merchant - LEX to arrange Pick-up Lex's Sortation Center
2016-05-03 10:03:51 Being Picked-up at Merchant Lex's Sortation Center
2016-05-03 10:10:10 Cancelled by the merchant Lex's Sortation Center
Your Current Package Status is Cancelled by the merchant
I bought a Na'Vi steel series Qck from them and I found out it was a fake product.
Apparently when i received this product, it didn't come with the Steelseries box packaging, instead it was in a Steelseries pouch (which i'm not even sure if its a fake or not at this point). I just shrug it off at this point. And then few days later I have read reviews online that says that it would come with Steelseries box + stickers and mine didn't.
The worse part of all this was, I was extremely disappointed to see that the color of the whole Natus Vincere logo (basically all Yellow parts of the logo) was totally off from the picture shown on the product page. It was a dull orange/dark yellow whereas the original product/photo of it looks like a bright yellow. And that was not the end. As I watched the unboxing videos of this product on youtbe, I found out that the back of the mousepad was supposed to have the Steelseries logos printed all across it in a transluscent sort of way and you can see them when the light shines on it (if that makes sense).
Tell me am I wrong or is it even supposed to be this far off from the original photo/product?
And now I have to go through the trouble of returning this product to them myself, which I am not even sure if I am able to return it. If I am unable to return this product, I'll take my lost RM70 as a reminder to me, my friends and my family to never buy from Lazada again as they are not selling genuine products and they are scamming their customers. I am willing to pay for the extra shipping cost/pricier option and get it from trusted gaming websites or even Amazon instead from now on.